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National Customer Satisfaction Survey

CSS and HBF Star Ratings Scheme



The National New Homes Customer Satisfaction Survey and HBF Star Rating scheme launched in 2005 and is one of the UK’s most comprehensive industry research initiatives.


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2025 HBF Star Rating results

The 2025 National New Homes Customer Satisfaction Survey results show that 94% of new build home buyers would ‘recommend their builder to a friend’, the fifth successive year that the industry has upheld a score of 90% or above.

The scores represent a 4% lift on last year and mark half a decade of the industry achieving a score of 90% or above

Home builder Sample Surveyed HBF Star Rating**
A & J Stephen 16
Allison Homes 117
Amethyst Homes 20
Avant Homes 848
Bargate Homes 32
Barratt Developments 5852
Beal Developments 72
Bellway Homes 4035
Bloor Homes 1740
CALA Group 1209
Cameron Homes 80
Campion Homes 26
Castle Green Homes 109
Cavanna Homes 55
Churchill Living 215
Crest Nicholson 560
Croudace Homes 113
Cruden Homes 28
Dandara Homes 397
Davidsons Developments 293
Denbury Homes 38
Durkan 43
Hayfield Homes 69
Hill Holdings 248
Hopkins Homes 199
Jones Homes 150
Keepmoat 1044
Kingswood Homes 33
Lagan Homes 95
Lioncourt Homes 66
Lovell Partnerships 366
M F Freeman 28
McCarthy Stone 377
Miller Homes 1589
Morris Homes 221
Norfolk Homes 34
Orbit Homes 63
Persimmon Homes 5016
Redrow Homes 1809
Robertson Homes 161
Rose Builders 27
Spitfire Homes 81
St Modwen 481
Stancliffe Homes 22
Stonebond Properties 29
Story Homes 598
Strata Homes 181
Taylor Wimpey 3904
Thakeham Group 55
Tilia Homes 267
Vistry Homes 2459
Wain Homes 421
William Davis 79
Key
= over 1,000 surveys sent
= between 300-999 surveys sent
= less than 300 surveys sent
**HBF Star Rating Key
= 90%+
= 80% - 89.9%
= 70% - 79.9%
= 60% - 69.9%
= 50% - 59.9%
= The builder did not build sufficient homes / receive sufficient responses to the survey in this 12 month period for their score to be statistically robust enough to publish


Useful links

Download the CSS and HBF Star Ratings scheme rules

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Star rating brochures

The HBF Star Ratings brochure includes helpful context on the National Customer Satisfaction Survey and HBF Star Rating scheme, as well as the most recent year's results. Download the brochure for use internally and with consumers.



Rolling 12-month data table


The rolling 12-month data table is updated every quarter to provide an indication of customer satisfaction.

Please refer to our FAQs for more details on how the results are calculated.

Home builder Sample Surveyed Percentage
A & J Stephen 8 100%
Allison Homes Ltd 133 91%
Avant Homes 867 90.3%
Barratt Developments 5789 95.7%
Beal Developments 92 95.7%
Bellway Homes 4237 96%
Bloor Homes 1827 97.9%
CALA Homes 1089 96.1%
Cameron Homes 67 97%
Campion Homes 24 95.8%
Castle Green Homes 136 97.1%
Cavanna Homes 34 88.2%
Churchill Retirement Living 212 95.3%
Crest Nicholson 535 95.5%
Croudace Homes 116 89.6%
Cruden Homes 42 82.9%
Dandara Homes 367 97.3%
Davidsons Developments 329 93.5%
Denbury Homes 42 97.6%
Durkan 51 96.1%
Hill 243 94.7%
Hopkins Homes 221 95%
Jones Homes 172 94.6%
Keepmoat 1058 94.1%
Kingswood Homes 46 97.8%
Lagan Homes 137 92.6%
Lioncourt Homes 75 97.3%
Lovell 332 92.4%
M F Freeman 28 100%
McCarthy & Stone 289 92.5%
Miller Homes 1632 95.8%
Morris Homes 262 96.6%
Norfolk Homes 38 100%
Orbit Homes 51 100%
Persimmon Homes 5316 94.7%
Redrow Homes 1943 95.8%
Robertson Homes 169 95.2%
Rose Builders 38 100%
Spitfire Bespoke Homes 106 97.1%
St Modwen 459 94.5%
Stonebond Properties 33 97%
Story Homes 497 95.4%
Strata Homes 176 96%
Taylor Wimpey 4066 95.1%
Thakeham Homes 56 96.2%
Tilia Homes 532 94.1%
Vistry Homes 2324 93.2%
Wainhomes 419 91.8%
William Davis 84 91.6%

For Q1 2019 scores were rounded up or down to the nearest full percentage point. Numbers up to .5 were rounded down; numbers from .5 were rounded up. (i.e 94.3% would be rounded down to 94% and a score of 94.6 would be rounded up to 95%)

Key
= over 1,000 surveys sent
= between 300-999 surveys sent
= less than 300 surveys sent
= The builder did not build sufficient homes / receive sufficient responses to the survey in this 12 month period for their score to be statistically robust enough to publish

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